- Provide technical support for end-user systems, including desktops, laptops, tablets, and smartphones.
- Support the end-user environment by troubleshooting and resolving issues, restoring functionality, and performing field support tasks.
- Deliver prompt and efficient technical services across a broad range of hardware and software systems.
- Ensure seamless operations for users by providing high-level support for issues related to both hardware and software.
- Conduct shifts work as required, ensuring continuous support coverage.
- Travel within the metro area as needed to provide on-site support to end users.
- Maintain accurate records of technical issues and resolutions using ITIL practices and contribute to improving end-user experience.
Qualification: National Diploma/Degree or relevant technical certification (MCSE)
Certification: ITIL Certification
Experience: 4+ years in end-user support
Technical Skills:
- End-User Support: Proficiency in supporting desktops, laptops, tablets, smartphones, and associated peripherals.
- Troubleshooting and Problem-Solving: Expertise in diagnosing and resolving issues with end-user systems.
- ITIL Process: Experience using ITIL methodology for managing incidents, service requests, and problem-solving.
- Field Support: Ability to provide on-site technical assistance and perform field support functions.
- Valid driver's license and own vehicle.
- Physically able and fit to perform duties, including traveling within the metro area for on-site support.
- Willingness and ability to work shifts to ensure consistent support coverage.
- Strong communication and interpersonal skills for effective support and collaboration with end users.
- Ability to work independently and as part of a team in a fast-paced, technical environment.
- Excellent time management and prioritization skills to address multiple issues efficiently.
- Proactive in identifying and resolving technical issues to minimize downtime and improve user satisfaction.
